Tips for Freshers in SAP

[amit_madkar]

I have a Few Questions as a fresher in SAP SD.

I am new to SAP. Trying to understand how Support tickets are solved and what my approach should be. I am trying to understand the logic behind any ticket and how should i explain it to ABAPer in certain cases.

Does having a good understanding of process knowledge helps? Configuration knowledge ? Being a Fresher i find a lot of difference in Real Time scenarios and the knowledge in the book.

How do i connect the dots and understand the logic behind any issue?

I request all the Seniors and SAP GURUs to please share their experience as freshers and how did you go about handling the initial struggle.

Any Tips?

Waiting for your reply

Message was edited by: Jyoti Prakash

[jpfriends079]

Hi Amit,

As your query is specifically not related to SAP SD, therefore your discussion is moved to Career Center for further discussion.

Best Wishes,

JP

[moazzam_ali]

Hi Amit

I am new to SAP. Trying to understand how Support tickets are solved and what my approach should be. I am trying to understand the logic behind any ticket and how should i explain it to ABAPer in certain cases.

You should be able to understand the requirement first. What logic behind any ticket is secondary thing. Primary thing is that what is the exact requirement and what does user really want you to do. There are many cases where users don't tell you the exact requirement. Mostly they use wrong terms/statements and you have to get their requirement by asking them different questions and sometimes by a discussion. When you get the exact requirement, suggesting a solution would be easy for you.

Does having a good understanding of process knowledge helps? Configuration knowledge ? Being a Fresher i find a lot of difference in Real Time scenarios and the knowledge in the book.

Having the process knowledge is essential and prerequisite for solving SAP tickets. If you don't know business processes you can't understand the requirements and can't suggest solution in most of the cases. First you need to get the process knowledge. Configuration skills is good but these are all available in SCN threads and Google. If you understand the business process and get the requirement easily then configuring that thing in SAP is not that difficult if you use SCN search effectively

PS:    Books are good for getting SAP configuration skills. For business processes you have to be in some business environment where you can see and analyze the business processes and discuss the scenarios with users.

Thank$

[amit_madkar]

OK Thank you for reply. And yes you are right Sir, most of the times users don't tell the exact requirement and talking to them really helps.

[Former Member]

Hello,

You already knew real time cases are very different from the bookies knowledge, right.. So for the ticket supporting you need to have full knowledge of the things on which you are supporting, for sure and try to understand requirement also . Apart form the knowledge you need to check if something is raised in past also and what was the solution given for that, so it will help you to get the solution soon and an effective one.

[amit_madkar]

Thank you for your reply.

You are absolutely correct when you say that "whether or not something was raised in the past and what solution was given to it". But many a times a proper client communication is not maintained and the solutions are not maintained as well... atleast that's what i came across...so understanding any solution to a problem becomes a little difficult.

[Former Member]

In that case you need to get a proper requirement and big picture of the requirements and believe me its not an easy task. Make sure you got the customer or reporter issue properly otherwise reporter wanted "A" and you might deliver "Z". and if possible share the current status also so you can confirm that you are moving in correct direction.

[former_member182378]

Amit,

how Support tickets are solved 
How do i connect the dots and understand the logic behind any issue?

Qualities required to be a good support consultant are experience, hard work, communication skills, open mind, curiosity, process oriented thinking, SAP knowledge, testing skills

1. Support tickets, background:

As you are new to SAP, let me give you some background.

A company (Samsung) has already implemented SAP. Its processes run on SAP. Administration department face an issue - e.g. a sales order can not be created.

This issue needs to be solved.

Business user (or key user) will create a ticket in their ticketing tool, describing the issue and detailed information. This ticket then will be routed to the SAP support department. Then it will be assigned to a SAP consultant, whose objective is to solve this ticket.

2. Support tickets, types:

i. require help of ABAPer

ii. do not require ABAPer, for example: some new objects required (create a new output type, discount condition type, sales office etc.)

3. How to improve in solving tickets:

i. person improves with experience: The more tickets you solve, the better you become!

When one is a starter, how do we get that "experience"?

SCN is a good place to start. Many threads are have issues.

Keep reading, participating in

ii. read theory: It is very important to read the various funcationlities and how these work (pricing etc.)

iii. explain with examples:

If you have to communicate to the ABAPer or to your client - give examples

What is expected - if shipping condition = 02, then, the sales order printout should be created

if shipping condition has other value, then no printout

iv. learn the names of tables and fields:

when you give some requirement to the ABAPer, he will need the "LOGIC"

here table and field names are very important

VBAK-AUART = OR, then extract VBAK-VBELN etc.

v. develop your testing skills:

the more you test, the lesser bugs you will get!

understand what are the scenarios to be tested. this is not an easy task of thinking about all test scenarios.

good luck

typewriter

[amit_madkar]

Dear Sir,

WOW Great Answer Sir.Thank you for replying to my query and giving such a Detailed Explanation.It will really help me to understand things better. Thanks a lot.

I am not able to send you direct messages.Please accept my request.